Customer Feedback Form - Shire of Yalgoo

We value your feedback about our operations and services. Whether you have a request for action, a compliment or a complaint, we would like to hear from you. To let us know how we can better service your needs, you can contact us by:

You can also complete the Customer Feedback Form below, or you may prefer to pick up a feedback form from the Shire offices 37 Gibbons Street YALGOO WA 6635.

Online Form

We welcome your suggestions, enquiries and feedback on our service.

Customer satisfaction counts

The CEO, Mr Silvio Brenzi at the Shire of Yalgoo will ensure your requests, comments or complaints are dealt with appropriately and in accordance with the Customer Service Charter.

Making a complaint

We realise that sometimes, despite our best efforts, you may not be happy with the way we have performed a service. We encourage you to bring your concern to us directly so the matter can be resolved promptly. A complaint may be received in person, over the phone or in writing including electronic communication.

The Shire of Yalgoo will manage all complaints in line with established policies and procedures.

The Australian Standard for Complaints ISO AS 10002 - 2006 defines a complaint as:“Any expression of dissatisfaction with a product or service offered or provided”.

A complaint is not to be confused with a suggestion, a request for service or a request for information. For convenience, the following definitions are provided:

Feedback Types

Complaint

A statement of dissatisfaction by a customer regarding the unsatisfactory delivery of a product or service offered by Council or the unsatisfactory conduct of Council officers

Compliment

Positive feedback about a product or service

Suggestion

Suggested service or product improvement

Request for information

An enquiry or request for information about Council services, facilities, policies or procedures

Request for service

Request for action to be taken in relation to a service or product

Should a complaint be received at the Shire of Yalgoo, you can be assured that the following action will be taken –

All complainants will be treated with respect, courtesy and professionalism

If the complaint is received by phone or over the counter the officer concerned will take all the details from you at that time. If the matter cannot be resolved at that time, an investigation will be commenced within 5 days. A written response informing you of the decision will be provided to you within 10 days

If the complaint is received in writing we will acknowledge your correspondence within 5 days and provide a written reply informing you of our decision within 10 days

Should you still be dissatisfied with the decision you can apply for it to be reviewed internally by a senior internal review officer

If the matter cannot be satisfactorily resolved by the internal review officer the customer can request that the matter is passed to the office of the CEO for review

Decisions can be appealed via external review by contacting the Office of the Ombudsman of WA. Various publications on how to make a complaint to the Ombudsman are available on their website at www.ombudsman.wa.gov.au.

Environmental Health Nuisance Complaints

Health Nuisance Complaints

The Shire’s Principal Environmental Health Officer/Building Surveyor investigates and actions local environmental health related complaints in order to prevent or minimise conditions which may be harmful to well being. The Shire also works with other agencies where complaints are of a nature that require investigation.